We hired Kitchen Magic for a fairly large project that entailed ripping up the entire first floor of our home's flooring, and replacing it with tile throughout. We also needed 2 new upper cabinets and 1 lower, matched to the existing cabinets. The cabinets were to be brought up to the ceiling, and topped off with crown molding. The backsplash was to be ripped out and replaced. All baseboards were to be replaced where tile was put down. We also ordered 2 double pull out drawers for trash barrels. Granite countertops were purchased to replace the old ones. Initially we had planned to use their plumber to re-hook up the kitchen and bathroom sinks.
This project, unfortunately, had issues from the start. The job began on 6/18, and from that time until 7/9 we had to call an emercency electrician (stove began sparking when tile guys plugged it back in after screwing the electrical box back to the floor), an emergency plumber was called, due to the kitchen sink leaking during counter top installation, and a light fixutre in the basement was broken during construction. These are things that can happen during projects like this, and Kitchen Magic has offered to reimburse for damages with proper proof (proof was provided immediately). They state that reimbursement will come 3-5 days after final paperwork is signed (8/6).
I want make very clear, that the subcontractors have done good work. The issue stems from Kitchen Magic's deficient customer service, and poor communication, both internally to one another, externally to the customer, as well as when placing orders. No clear timeline was defined. We were often left questioning when a particular part of the job would take place, and who would be doing the work. When dates were given, they were often changed. Verbal promises were made by the salesman, that were not honored because "they are not in the contract". (This part, we as home owners must take responsibility for. We thought we had asked the proper questions, and did not expect to get taken advantage of, but ultimately this is our "fault") Between my husband and myself we have made and received ~50 calls in 24 business days. We both work full time, and the majority of these calls resulted in our being put on hold for 10-25 minutes each call.
We have had to wait extended periods of time for materials becasue they were not ordered at all, or the wrong materials were ordered. On three occasions we were missing items, which led to the delay of the project (cabinet items were missing upon first delivery, cabinet drawer pullout missing after second delivery, and the wrong baseboard was ordered. The baseboards were ultimately picked up at Home Depot by the carpenter, after waiting 1 month for delivery.) Items that ARE listed in the contract, had to be fought for via email and phone calls. I was told twice by our project leader that items were not in the contract, and I had to point out that they were.
All paperwork has been signed and we are
